Senior Customer Service Officer / Customer Service Officer (Day/Night Shift at CHINA CITIC BANK INTERNATIONAL LTD

Hong Kong, Hong Kong Island, Hong Kong S.A.R. -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Banking Services, Problem Solving, Sales, Cross-Selling, Telephone Manner, Written English, Spoken English, Written Chinese, Spoken Chinese, Putonghua, Mentoring, User Acceptance Testing, Anti-Money Laundering, Regulatory Compliance, Financial Transactions

Industry

Banking

Description

Mandatory Reference Checking Scheme (“MRC”) for Hong Kong The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions. For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied. Country of Location: China Hong Kong Job Responsibilities: • Handle incoming phone, chats and emails enquiries on banking services to customers including product enquiries, general banking services, financial transactions, securities trading and related operations etc. • Exploit business opportunities and improve product cross-sell ratio through inbound, outbound phone / chats’ interaction and digital banking activities etc. • Conduct outbound calls to customers for business acquisition and product penetration. • Achieve service pledges, sales referral target and assigned KPIs. • Provide regular feedback to management for sales and services improvement. • Support multiple hotlines for high net worth customer segment. • Comply with procedures, policies and regulatory requirements to safeguard customers’ and the bank’s interests. • Comply with anti-money laundering and counter terrorist financing controls in accordance with regulatory standards and CNCBI policies. • Take accountability for providing excellent service and resolving customer problems promptly and professionally. Senior Customer Service Officer: • Support Customer Service Manager to conduct User Acceptance Test on project basis and provide feedback. • Handle complicated customer inquiries and complaints referred by junior Officers. • Act as a mentor to provide on the job training to junior Officers. • Act as Product Champion Representative to deal with relevant counterparts. China Team: • Build and nurture the relationship with Chinese customers by proactively rendering best-in-class service and understanding customers’ banking and financial needs. • Support cross border project driven by Product / Segment owner. Requirements: • Secondary education or above. • 1 year of customer services experience in retail banking is preferable. • Good telephone manner and communication skills. • Good command of written and spoken English and Chinese (including Putonghua). • Preferably possess qualifications for relevant insurance and investment licenses registration. 中信銀行(國際)有限公司中信銀行(國際)有限公司（「信銀國際」）是中信集團境外商業銀行業務主要平台，由中信銀行股份有限公司（「中信銀行」）全資子公司中信國際金融控股有限公司（「中信國金」）持有75% 股份。中信銀行(國際)網絡遍布大中華，包括香港的22家分行及2家商務理財中心，以及北京、上海、深圳及澳門的網點，另外於紐約、洛杉磯及新加坡設有海外分行。自1922年起，中信銀行(國際)與員工、客戶及夥伴一同成長，跨越一個世紀。未來將繼續以「敏捷專業化繁為簡」為願景，堅持「文化為本（Culture）、客戶為尊（Customer）、多方聯動（Collaboration）、科技引領（Cyberspace）」4C核心價值，積極踐行「為客戶謀價值，為員工謀幸福，為股東謀效益，為社會盡責任」的企業使命。有關中信銀行(國際)的進一步資料，請瀏覽www.cncbinternational.com。 China CITIC Bank International Limited China CITIC Bank International Limited ("CNCBI"), a major offshore platform of commercial banking business of the CITIC Group, is 75%-owned by CITIC International Financial Holdings Limited ("CIFH"), which in turn is a wholly-owned subsidiary of China CITIC Bank Corporation Limited ("CNCB"). China CITIC Bank International's footprint in Greater China includes 22 branches and two business banking centres in Hong Kong, as well as presence in Beijing, Shanghai, Shenzhen and Macau, and overseas branches in New York, Los Angeles and Singapore. Across a century, China CITIC Bank International has grown together with its employees, customers and partners since 1922 and will continue to move towards its vision of "Agile. Professional. Simple." in adherence to the 4C (Culture, Customer, Collaboration, Cyberspace) core values while driving actively its missions to "create value for customers, seek happiness for employees, make profit for shareholders, perform responsibility for society". More information about China CITIC Bank International can be found on its website at www.cncbinternational.com.

Responsibilities

Handle incoming inquiries on banking services and conduct outbound calls for business acquisition. Achieve service pledges and provide feedback for sales and service improvements.